The ongoing Microsoft global outage is affecting some of our services. We are currently unable to send or receive emails, and online form submissions may be delayed or may not reach us as expected. We're monitoring the situation and will provide updates as services are restored. We apologise for any inconvenience.

If you think we've missed something or got something wrong, you can ask us to look at your complaint again. This is stage two of our complaints process.

What happens at stage two

At stage two:

  • someone who wasn't involved at stage one will review how we handled your complaint
  • you can ask us to review all of our response or just part of it
  • you don't have to tell us why you're unhappy, but it helps
  • we'll send our stage two response within 20 working days of confirming we've got your request

Our stage two response is our final response. After that, you can ask the Housing Ombudsman to look at your complaint.

If you haven't had our stage one response yet, your complaint is still open. Phone us on 0330 1234 034 to find out where it's up to.

You can:

  • use the form on this page
  • reply to the letter or email we sent with our stage one response
  • phone us on 0330 1234 034
  • speak to your neighbourhood coach or customer officer
  • write to Complaints Team, 1 Venture Court, Wolverhampton WV10 6TB

The Housing Ombudsman can give you free, independent advice at any stage. Read our complaints policy to find out how we handle complaints.

Begin your stage two complaint now

Completing the Stage two escalation form online takes around five minutes.